Recommended Action Netscape/Mozilla Navigator uses the same session ID across multiple windows. This creates problems if you try to log into Cisco ER using different IDs. Normally, you can open multiple windows when logged in as system administrator. With Internet Explorer, if you open separate IE session by starting a new IE instance (rather than by opening a new window from an existing session), IE uses different session IDs, and you should be able to log in using separate IDs (for example, as a user and an administrator, or as LAN switch and ERL administrators).

Some issues that you might encounter while configuring switches or switch ports in Cisco ER are shown below:

Symptom Cisco ER is configured with Cisco Unified CM information, but no phones get discovered.

Recommended Action Ensure that the Cisco Unified CM servers are reachable on the network. Then, ensure that the SNMP read community strings are configured correctly for the switches and Cisco Unified CM servers (see the Configuring the SNMP Connection.) Then, manually run the switch port and phone update process (see the Manually Running the Switch-Port and Phone Update Process.) Use the CLI-based utils snmp command to determine if the Cisco Unified CM is SNMP reachable.

Symptom Cisco ER does not show the ports on a switch configured in Cisco ER.

Recommended Action If you add a supported switch to Cisco ER and run phone tracking on the switch after adding it, you should be able to view the list of Ethernet ports on the switch. If Cisco ER does not list the ports, check the SNMP settings in Cisco ER for the switch (see the Configuring the SNMP Connection.) Also, verify that the switch is reachable over the network. Retry the selective phone tracking process on the switch (click Locate Switch Ports when viewing the switch details; see the LAN Switch Details.)

Recommended Action Check if the phone is found under configured IP subnets or in synthetic phones. If it is not found in either of those places, then they will be place un unlocated phones. See the Too Many Unlocated Phones for a list of reasons that a phone could not be located.

Symptom Cannot delete a switch from the Cisco ER configuration.

Recommended Action You cannot delete a switch when a phone tracking process is in progress. Retry the deletion after the process has ended. If this is not the problem, the Cisco ER server might not be running. Check the control center and restart the server (see the Starting and Stopping a Cisco Emergency Responder Server.)

Symptom Import or export of the switch port details fails.

Recommended Action If a switch port import or export attempt fails, it might be due to these reasons: the first switch-port and phone update process has not yet ended (wait for it to finish); the Cisco ER server is not running (use the control center to restart it, see the Starting and Stopping a Cisco Emergency Responder Serverthe Cisco ER server is not completely initialized (wait for it to initialize).

Symptom The import of some switch port configurations fail.

Recommended Action To import switch port configurations, Cisco ER must already be configured with the switch and Cisco ER must first discover the ports on the switch using the switch-port and phone update process. If you try to import a configuration for ports not yet discovered in Cisco ER, the importation of those settings fails. See the Manually Running the Switch-Port and Phone Update ProcessRun it on the switches whose port configurations you could not import, then retry the import.

Symptom Phones moved from other Cisco ER groups to this Cisco ER group, and then moved back, are still showing up in the switch port details for the Cisco ER group.

Recommended Action This types of phones are not removed from the switch port details until the next full switch-port and phone update process is run. If this is an issue for you, you can run the process on the switch (or on all switches) manually. See the Manually Running the Switch-Port and Phone Update Process.

The ERL Debug Tool takes a phone extension as the search criteria and displays the ERL(s) currently being used for routing emergency calls for the phone(s).

Use this diagnostic tool to verify the Cisco ER configuration during the ERL creation and the ERL assignment phase, and to troubleshoot calls directed to incorrect ERLs.

For example, you configured the phone in ERL_1 as a manually configured phone, however a misconfigured IP subnet matches this phone's IP address, and associates it with ERL_2. Now that you have found the configuration problem using the Debug Tool, you can correct it.

Troubleshooting the Database and Enterprise Replication

Use the following CLI commands for troubleshooting the Informix Dynamic Server (IDS) database:

utils service list—Used to check whether the IDS service is running or not

show tech dbstateinfo—Gives the DB state information which is helpful in debugging database issues

show tech dbinuse—Displays the currently used database

show tech dbintegrity—Shows database integrity information

show tech database—Creates a .csv file with contents of all the tables in the database

Use the following CLI commands for troubleshooting Enterprise Replication:

utils dbreplication status—Used to show the status of the database replication

utils dbreplication reset—Resets and restarts the database replication between the Publisher and Subscriber

utils dbreplication repair—Compares the data on replication servers (Publisher and Subscriber) and create a report listing data inconsistencies and repairs the data inconsistencies. This command also tries to repair replication by rebuilding the corrupted .rhosts file if it is corrupted for some reason.

For troubleshooting database problems using logs, download logs from the Cisco ER Serviceability website or through CLI.

The following logs provide information for debugging database related issues

Install/Upgrade logs—/var/log/install/

Install DB logs—/var/log/active/er/trace/dbl/sdi/

CERDbMon logs—/var/log/active/er/trace/dbl/sdi/cerdbmon/

CLI logs—/var/log/active/platform/log/

Symptom Replication fails to start after the Subscriber is installed with DNS and the CLI command utils dbreplication status shows replication not working.

Possible Cause The .rhosts will have the Host Name for the Subscriber instead of FQDN (Fully Qualified Domain Name) of the Subscriber.

Use the CLI command utils dbreplication repair to repair the replication issue. This command tries to repair replication by rebuilding the corrupted .rhosts file.